Description
Quality Manager - Inbound Contact Centre Operations

Role Purpose

The Quality Manager is responsible for driving service excellence, process compliance, and customer experience across multiple inbound contact centre locations. The role involves managing quality frameworks, monitoring customer interactions, ensuring regulatory compliance, standardizing quality practices, and partnering with operations leaders to continuously improve performance, customer satisfaction, and agent effectiveness.

Key Responsibilities

1. Quality Strategy & Governance
- Develop and implement a robust Quality Assurance (QA) framework across all inbound contact centre locations & skills
- Ensure consistency in quality standards, evaluation methodologies, and customer experience benchmarks.
- Define quality metrics aligned with organizational goals and customer expectations.
- Establish governance mechanisms for quality reviews and performance management.

2. Contact Monitoring & Quality Assurance
- Oversee call monitoring programs, interaction evaluations,



and quality audits across multiple sites.
- Ensure adherence to call handling standards, compliance requirements, and process guidelines.
- Conduct calibration sessions to maintain scoring consistency among Quality Analysts.
- Monitor customer conversations across voice and digital channels, where applicable.

3. Multi-Location Quality Management
- Standardize quality processes across all skills & locations.
- Benchmark site-wise performance and identify best practices for replication.
- Drive performance improvement plans for underperforming locations.
- Partner with site leadership teams to address quality gaps and service issues.

4. Customer Experience Management
- Analyse customer feedback, complaints, escalations, NPS, and VOC (Voice of Customer) insights.
- Identify recurring customer pain points and recommend process improvements.
- Work closely with Operations, Training, and other teams to enhance customer experienc

📌 SME CC Quality-Digital Banking Kotak 811-VKYC (Thane)
🏢 Kotak Mahindra Bank
📍 Thane